Brian LaRoche, Director, Outreach Marketing at CallMiner

Brian LaRoche

Director, Outreach Marketing

Check out the incredible speaker line-up to see who will be joining Brian.

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Day One: Pre-Conference Day: Workshops And Technology & Innovation Focus Day Monday, September 16, 2019

Monday, September 16th, 2019

8:15 AM WORKSHOP A: “Real Stories, Real Customer Success and How They Got There with AI Fueled Speech Analytics” featuring Mercedes Benz Financial Services, BNY Mellon | Pershing and RDI Corp

There is a growing recognition that speech analytics is a must have technology to support improve agent performance, customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance. The opportunities to become a successful user of this game changing technology are real but how do you get there? This workshop will feature actual customer case studies presented by the speech analytic user customers themselves from iconic international automotive leader Mercedes Benz Financial Services, American worldwide banking and financial services institution BNY Mellon | Pershing and leading BPO, digital marketing, research, and IT support organization RDI Corp. This informative session will also include learning modules on how the technology works, how speech analytics can be configured to support the measurement and improvement of customer experience and best practices on successfully deploying a speech analytics solution.
Take-a-ways for Workshop Participants include:
ü  A solid understanding of how Interaction (Omni-Channel) Analytics works
ü  How real customers are using and benefitting from Speech Analytics
ü  Category and Scorecard configurations that support dramatic CX improvements
ü  What it takes to implement and realize success with an Interaction Analytics solution
ü  Workshop material to initiate your own Interaction Analytics Journey to Success
Workshop Agenda/Timeline:
8:15 to 8:20                   Introductions and Agenda Outline
Section 1                     “How it Works”
8:20 to 8:30                    Introduction to Automated (Omni-Channel) Interaction Analytics
8:30 to 9:00                    Customer Experience Solution Demonstration with Q & A
Section 2                     Mercedes Benz Financial Services Customer Case Study with Q & A 
9:00 to 9:30                  How Mercedes Benz Financial Services is Successfully Applying Analytics to its Contact/Engagement Center Environments
Section 3                     Pershing/BNY Mellon Customer Case Study with Q & A
9:30 to 10:00                How Pershing/BNY Mellon is Successfully Applying Analytics to its Contact/Engagement Center Environments
Section 4                     RDI Corp Customer Case Study with Q & A
10:00 to 10:30              How Pershing/BNY Mellon is Successfully Applying Analytics to its Contact/Engagement Center Environments   
Section 5                     Best Practices for Deploying an Interaction Analytics Solution
10:30 to 10:45              Process, Roles and Initial Goals in Implementing Interaction Analytics
10:45 to 10:55              General Q & A
10:55 to 11:00               Drawing & Wrap-up